Dr. Satnam Ubeja
Dr. Inderpreet Chhabra
Dr. Rashmi Gharia
Abstract
Purpose: The paper aimed at exploring the factors affecting customer satisfaction in health care industry. Customer satisfaction is always the prime concern for any service provider; health care industry continues to face various challenges in this dynamic environment. This paper helps health care policy maker to implement strategies that will improve quality of customer & efficiency of patient care. Design: This research paper is empirical in nature and tries to explore factors affecting customer satisfaction. The study is primary in nature based on data collected from 100 customers’ in Dewas region hospitals by using a convenient sampling. Factor analysis was applied to know the crucial factors that affect customer satisfaction using SPSS. Finding: This study is aimed to examine changing aspects that influence customer’s satisfaction in health care institutions. Research Implication: The present research paper gives pointersto improve customer satisfaction as well as trust on health care services, and the results were confirmed statistically. It has a direct implication on the health care industry’s service providers and encourages them to regularly monitor quality and accordingly take appropriate initiative to maintain high level of customer satisfaction. Practical Implication: This paper highlights the factors that need to be prioritized by the policymakers, towards making justifiable and effective strategiest enhance customer trust in health care.Keywords- Customer Satisfaction, Health Care, Effective Strategies, Regular monitoring, Paper Type: Empirical